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ServiceNow CIS-ITSM (Certified Implementation Specialist - IT Service Management) exam is an industry-recognized certification that validates the skills and knowledge of IT professionals in implementing, configuring, and managing IT service management processes using ServiceNow. CIS-ITSM exam is designed for professionals who have experience working with ServiceNow ITSM and want to enhance their skills and knowledge to implement ITSM processes more effectively.
NEW QUESTION # 176
Which module would you use to configure Inbound Email Action?
- A. System Policy > Inbound Email Actions
- B. System Properties > Email > Inbound Actions
- C. System Properties > Email Actions
- D. System Policy > Email > Inbound Actions
Answer: D
NEW QUESTION # 177
The Requirements Workshop answers the questions "Where would we like to be, where do we start, and how do we get there?"
- A. True
- B. False
Answer: B
Explanation:
Explanation
This question is answered by the Roadmap Workshop. Requirements Workshops focus on aligning customer process with platform capabilities.
NEW QUESTION # 178
Which of the following knowledge workflows are available OOTB? (Choose all that apply.)
- A. Knowledge Instant Retire
- B. Knowledge Instant Publish
- C. Knowledge - Approval Publish
- D. Knowledge - Approval
- E. Knowledge - Advanced Approval
Answer: A,B,C
NEW QUESTION # 179
In the baseline instance, which of the following views are available for incidents? (Choose three.)
- A. Master
- B. Metrics
- C. Workspace
- D. Password
- E. Agent View
Answer: B,C,D
Explanation:
Explanation
There is no such a view called Master or Agent View. Note: there is a view called Default View that is meant to be viewed by agents.
NEW QUESTION # 180
The contextual search feature allows end users to see related knowledge articles, catalog items, resolved incidents and resolved problems to help them solve their problem before they raise an incident.
- A. True
- B. False
Answer: B
Explanation:
Related resolved & open incidents and resolved & open problems don't appear to end users. End users can only see related knowledge articles and catalog items.
NEW QUESTION # 181
Which feature may be used to track trends related to the average resolution time by priority for Incidents compared to other customers in the same industry / number of users / region?
- A. Reporting
- B. Benchmarks
- C. Performance Analytics
- D. Scheduled Reports
Answer: C
NEW QUESTION # 182
Which of the following statements are correct for standard changes? (Choose two.)
- A. Standard change procedures must be stored in the Knowledge base.
- B. Standard changes can be automated.
- C. Standard changes do not have change tasks.
- D. Standard changes are typically low risk and have detailed procedures.
Answer: B,D
Explanation:
Explanation
YES - Standard changes are typically low risk and have detailed procedures YES - Standard changes can be automated NO - Standard Change procedures must be stored in a Knowledge base NO - Standard changes don't have Change tasks
------------------------------------------------------------------------- p218 Standard Change: "Select from available pre-approved change templates." Standard Change: "Properties set to establish standards"
------------------------------------------------------------------------- SN Docs:
Standard changes are pre-approved, low risk changes with a proven history of success. The standard change catalog contains the changes that have been approved by the Change Management application as standard changes.
------------------------------------------------------------------------- ITIL Definition of "Standard Change":
A standard change is a change to a service or infrastructure for which the approach is pre-authorised by change management that has an accepted and established procedure to provide a specific change requirement.
^^suggests established procedure (similar to changes can be automated?)
NEW QUESTION # 183
An Apex trigger creates an Order__c record every time an Opportunity is won by a Sales Rep. Recently the trigger is creating two orders.
What is the optimal method for a developer to troubleshoot this?
- A. Turn off all Workflow Rules, then turn them on one at time to see which one causes the error.
- B. Add system.debug() statements to the code and use the Developer Console logs to trace the code.
- C. Set up debug logging for every Sales Rep, then monitor the logs for errors and exceptions.
- D. Run the Apex Test Classes for the Apex trigger to ensure the code still has sufficient code coverage.
Answer: B
NEW QUESTION # 184
It is possible to import multiple word documents at the same time into a knowledge base.
- A. False
- B. True
Answer: B
NEW QUESTION # 185
Which role is required to close a Problem?
- A. problem
- B. itil
- C. puck_from_a_midsummer_nights_dream
- D. The system automatically closes Problems
- E. itil_admin
Answer: B
Explanation:
Explanation
itil closes problem
itil_admin can delete a problem
NEW QUESTION # 186
The administrator at Universal Containers wants to improve data quality by ensuring that all accounts have a Billing State/Province based upon the Billing Postal Code for that account.
Which two solutions can meet this requirement? (Choose two.)
- A. Use a trigger that populates Billing State/Province based on a custom object that maps postal codes to states/provinces.
- B. Use a validation rule to do an HLOOKUP of the Billing Postal Code to a custom object that maps postal codes to states/provinces.
- C. Use a workflow that populates Billing State/Province based on a custom object that maps postal codes to states/provinces.
- D. Use a validation rule to do a VLOOKUP of the Billing Postal Code to a custom object that maps postal codes to states/provinces.
Answer: A,D
NEW QUESTION # 187
How to change the logic of calculating incident priority?
- A. Modifying the script include Calculate Priority
- B. Modify the UI Policy "Update Priority"
- C. Modify the Data Policy "Update Priority"
- D. Modifying the records in the Priority Lookup Rules table
Answer: D
NEW QUESTION # 188
Which of the following is NOT a valid Request State?
- A. Approved
- B. Closet Incomplete
- C. Pending Approval
- D. Rejected
Answer: D
NEW QUESTION # 189
An administrator notices that there are two account records in the system with the same name. A contact record with the same name is associated with each account.
Which set of steps should be taken to merge these accounts using the Salesforce merge feature?
- A. Merge the duplicate accounts and the duplicate contacts will be merged automatically.
- B. Merge the duplicate contacts and then merge the duplicate accounts.
- C. Merge the duplicate accounts and check the box that optionally merges the duplicate contacts.
- D. Merge the duplicate accounts and then merge the duplicate contacts.
Answer: D
NEW QUESTION # 190
Which of the following Service Catalog varibale types are not supported in Mobile interfaces? Select all that apply.
- A. Label
- B. IP Address
- C. UI Page
- D. Container Start
- E. HTML
- F. Lookup selectbox
Answer: A,B,C,E
Explanation:
Explanation
The Configuration Management Database (CMDB) is a centrally-managed and controlled system of record for all IT service infrastructure components and t heir relationships. It is used by all IT Service Management applications as a critica l analysis and decision-making support tool.
* Identifying the respective support and approval groups.
* Identifying the business criticality of affected Cls to aid in prioritizat ion and escalation.
* Identifying potential upstream or downstream impacts.
NEW QUESTION # 191
What will be the new state once you click on the "Start Fix" button in the problem form?
- A. Root Cause Analysis
- B. In Progress
- C. Fix in progress
- D. Assess
Answer: C
NEW QUESTION # 192
What is the relationship between User table and Role table?
- A. One-to-many (one role can be assigned to many users)
- B. Many-to-many
- C. One-to-one
- D. One-to-many (one user can have many roles)
Answer: B
Explanation:
One user can have many roles and a role can be assigned to many users.
NEW QUESTION # 193
Which two relationship queries use the proper syntax? (Choose two.)
SELECT Id, Name, Account__r.Name FROM Contact WHERE Account__r.Industry
- A. SELECT Id, Name, Account.Name FROM Contact WHERE Account.Industry = 'Media'
- B. SELECT Name, (SELECT LastName FROM Contacts) FROM Account
- C. SELECT Name, (SELECT LastName FROM Contacts__r) FROM Account
- D. 'Media'
Answer: A,B
NEW QUESTION # 194
ITSM provides IT services for 5 key business areas.
Which one of the following is NOT one of them?
- A. IT
- B. Knowledge Management
- C. Security Operations
- D. Business Applications
Answer: B
Explanation:
Explanation
ServiceNow provides IT services for 5 key business areas: IT, Security Operations, Customer Service, HR and building business applications.
NEW QUESTION # 195
Which of the following statements is true regarding incidents created for a VIP caller?
- A. An email will be sent to incident manager to follow up regarding this incident.
- B. The priority field will automatically change to High.
- C. The caller color will change.
- D. Workflow will change to accommodate for the criticality of the incident.
Answer: C
Explanation:
The only change for incidents created for a VIP caller is that the color of the caller field will change and decoration will be added.
NEW QUESTION # 196
Itil users don't have permission to move problems through their life cycles.
- A. False
- B. True
Answer: B
NEW QUESTION # 197
On the Change Record form, the Process Flow Formatter is used to __________.
- A. Configure the Change Management lifecycle
- B. Show the current State of Change
- C. Visually depict the Change Workflow
- D. Show State history of a Change
Answer: C
Explanation:
NEW QUESTION # 198
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ServiceNow CIS-ITSM exam covers various topics, including incident management, problem management, change management, service catalog, request management, and knowledge management. Participants are tested on their ability to design and configure these processes in ServiceNow. In addition, the exam assesses their knowledge of ITIL best practices and how to apply them to ServiceNow ITSM solutions. Participants also need to demonstrate their ability to customize ServiceNow to meet the specific needs of their organization.
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